Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Maulik Patel

Landsdale

Summary

Proactive and technically adept IT professional with over 5 years of experience in IT support, infrastructure, and application services. Currently supporting Epiroc’s operations as an End User Support Specialist, with proven capability in delivering high-quality application support, technical troubleshooting, and project coordination in demanding environments. Skilled in managing escalations, analyzing data through tools like Power BI, and ensuring seamless operation of business-critical systems. Strong foundation in ITIL-based service delivery, with a focus on continuous improvement and proactive problem resolution. Recognized for effective communication, user training, and documentation, with a strong commitment to supporting innovative technology solutions that enhance customer satisfaction and operational efficiency.

Overview

5
5
years of professional experience
1
1
Certification

Work History

IT End User Support Specialist

Epiroc Australia
12.2023 - Current
  • Provide comprehensive support for enterprise applications, desktop systems, and mobile devices, ensuring operational continuity across the business.
  • Lead advanced troubleshooting and root cause analysis for application, hardware, and system-related issues, minimizing disruption and maintaining user satisfaction.
  • Manage ITIL-based service delivery practices, focusing on incident, problem, and escalation management for timely and structured resolution.
  • Deliver end-user training and develop technical documentation to support system adoption and self-service knowledge sharing.
  • Coordinate local office network setup and server configurations, including new site deployments and infrastructure upgrades.
  • Support Power BI reporting and data analytics initiatives to enable informed decision-making.
  • Facilitate USB-based OS deployment and device imaging to streamline onboarding and asset provisioning.
  • Collaborate with internal teams and third-party vendors to resolve complex issues and support continuous improvement.

EUC Engineer: Onsite Support Officer

TCS Australia contractor to Downer EDI
10.2021 - Current
  • Delivered onsite technical support for enterprise users, covering end-to-end hardware, software, and application troubleshooting in accordance with ITIL standards.
  • Performed triage, incident management, and ticket resolution using ServiceNow, ensuring SLA adherence and efficient escalation where required.
  • Led device lifecycle activities including OS imaging, MOE deployment, data backup/restoration, and hardware provisioning.
  • Provided application and identity access support, including Active Directory management and Microsoft 365 administration.
  • Supported telephony systems, mobile devices (iOS/Android), printers, and AV equipment across multiple sites.
  • Participated in office IT relocations, special projects, and incident reporting activities, maintaining operational excellence across remote and onsite teams.
  • Produced user guides and delivered training to improve adoption and reduce recurring support tickets.

IT Service Desk Analyst: Level 1 and 2

Kinetic IT service provider to Woodside energy
03.2020 - 09.2021
  • Served as the first point of contact for IT support, assisting users with desktop, mobile, printer, and VoIP system issues.
  • Supported Office 365 tools (Outlook, OneDrive, Teams, SharePoint), account provisioning, and general M365 troubleshooting.
  • Maintained user security protocols, data integrity, and compliance with licensing and asset management requirements.
  • Diagnosed and resolved network, VPN, and hardware issues across Windows and Mac environments.
  • Created and maintained documentation, knowledge base articles, and asset registers to support service delivery.
  • Delivered responsive and courteous customer service via phone, email, and remote support tools, consistently meeting first-contact resolution targets.

Education

Bachelor - Computer and network security

Edith Cowan University
Mount Lawley
01.2012

Skills

  • Application Support (Local & Enterprise)
  • Incident & Escalation Management (Major Incidents)
  • Network & Server Troubleshooting
  • End-User Support (Windows, macOS, Mobile, BYOD)
  • USB Deployment & OS Imaging
  • Office 365, SharePoint, OneDrive, Teams
  • Server Configuration & Network Setup (Office Projects)
  • Power BI Reporting
  • Data Analysis & Dashboards
  • ITIL Framework Knowledge
  • Technical Documentation & Knowledge Base Management
  • ServiceNow Ticketing & Problem Tracking
  • Asset & Inventory Management
  • Customer Service Principles
  • Technical Training & User Education
  • Written & Verbal Communication
  • Cross-team Collaboration (Vendors, Internal Teams)
  • Analytical Problem-Solving
  • Conceptual Troubleshooting
  • Root Cause Analysis
  • Process Optimization & Workflow Improvements

Certification

  • Cisco Certified Network Associate CCNA: Expired 2014
  • MCITP Certified (Win 7): 2014

Timeline

IT End User Support Specialist

Epiroc Australia
12.2023 - Current

EUC Engineer: Onsite Support Officer

TCS Australia contractor to Downer EDI
10.2021 - Current

IT Service Desk Analyst: Level 1 and 2

Kinetic IT service provider to Woodside energy
03.2020 - 09.2021

Bachelor - Computer and network security

Edith Cowan University

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Maulik Patel